Job Description
Join Our Elite Weekend Operations Team
We are urgently hiring a dedicated Technical Support Specialist to lead our weekend shift operations in Cleveland, OH. If you are a problem-solver who thrives in a dynamic environment and wants to make a tangible impact on our clients' experience, this is your chance to shine.
Why Apply?
- Competitive Pay: Earn between $22.00 and $28.00 per hour.
- Impactful Work: Support critical infrastructure during off-peak hours.
- Growth Opportunities: Path to full-time conversion and leadership roles.
Role Overview
As part of our weekend team, you will be the first line of defense for technical escalations, ensuring business continuity and client satisfaction when our main team rests.
Responsibilities
- Provide expert technical troubleshooting and support for hardware, software, and network issues during weekend shifts.
- Manage a high volume of incoming support tickets via phone and email with a focus on first-call resolution.
- Collaborate with the on-site team to document complex issues and escalate them during business hours.
- Ensure all service level agreements (SLAs) are met regarding response and resolution times.
- Maintain accurate records of all interactions in our CRM system.
- Conduct basic system maintenance and perform routine diagnostics.
- Train junior staff on weekend procedures and best practices.
Qualifications
- Minimum of 2 years of experience in IT support, Help Desk, or Customer Service.
- Strong knowledge of Microsoft Windows and Office Suite.
- Familiarity with remote desktop tools and troubleshooting protocols.
- Excellent verbal and written communication skills.
- Ability to work independently and handle high-pressure situations.
- Reliable transportation to the Cleveland office (Weekend Shift).
- Bachelor’s degree in Computer Science or related field preferred.